Front Desk Agent at the Crosby Street Hotel

Crosby Street Hotel - SoHo, New York

Front Desk Agent

• →Warmly greet all guests upon arrival and departure, extending the highest level of hospitality at all times
• →Welcome and check in guests efficiently, with special attention to VIP clients and individual preferences
• →Allocate accommodations accurately, retrieving and utilising all relevant guest information
• →Maintain strict confidentiality of all hotel guest records and information
• →Assist guests with luggage politely and efficiently
• →Maintain efficiency and friendliness throughout the entire checkout process
• →Resolve guest complaints and queries in accordance with Firmdale standards
• →Apply all hotel credit procedures discreetly and tactfully
• →Maintain high levels of communication with the AFOM, FOM, and all other hotel departments
• →Complete all filing according to hotel standards
• →Accurately record all reservations taken at the Front Desk
• →Follow all handover procedures at the end of every shift
• →Ensure all charges are posted correctly and billed to the appropriate guest or function account
• →Count assigned bank at the start and end of every shift and rectify any discrepancies
• →Adhere to and maintain the security of cash, property, and valuables in the reception area
• →Transfer accounts to sales with accurate information and correct documentation
• →Understand and adhere to hotel security policy at all times
• →Maintain a thorough knowledge of the hotel and the Firmdale brand
• →Maintain a clean and organised workplace
• →Promote other Firmdale hotels and restaurants
• →Consistently demonstrate Firmdale Core Values: Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience
• →Carry out any other reasonable duty to assist in the smooth running of the property

• Ability to stand for a complete 8-hour shift, 5 days a week
• Ability to read, review, enter, and retrieve information from computer systems and hard copies, including guest identification documents and internal memos
• Ability to use a computer keyboard, mouse, and telephone system
• Ability to communicate both verbally and in writing, and to document activities using hotel systems
• Available to work a flexible schedule including days, evenings, nights, weekends, and holidays

• A high school diploma; hospitality training, certification, or a 2- or 4-year degree preferred; a college degree in hospitality is a plus
• Previous reception or customer service experience, preferably within a 4- or 5-star hotel
• Excellent spoken and written English
• Friendly and professional telephone etiquette
• Ability to remain calm and composed under pressure
• A high level of attention to detail